Transferring Sessions

Context

A session needs to be transferred to another agent.

Procedure

Click to transfer an ongoing session to another agent. A session can be transferred by skill queue (multimedia type) or by agent (multimedia agent). The transfer modes are release-after-transfer and blind transfer. During session transfer, agent states and accounts can be viewed.

Release-after-transfer: After an agent transfers a session, the agent releases the session only after the transferred-to agent answers the session. Otherwise, the system displays a message indicating that the transfer fails.

Blind transfer: After an agent transfers a session, the agent releases the session immediately, regardless of whether the transfer is successful.

Figure 1 Transferring a session to a skill queue

Figure 2 Transferring a session to an agent

: The agent is in a voice or video call.

: The agent is in an online chat.